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8110 Gatehouse Road, Falls Church, VA 22042

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Manager HR Care Center Operations

Cambridge Court 615029 Full Time 8110 Gatehouse Road, Falls Church, VA, 22042, US

Job Description

The Manager HR Care Center Operations leads a dynamic team of caring staff consisting of HR Care Center Representatives and Team Leaders within Inova's call center for team members and leaders staffed by approximately 20. The Manager HR Care Center Operations evaluates all elements of the customer experience, technology, and support. Enabling a positive culture for HR Care Center staff and delivering an exceptional customer experience for Inova Team Members. The position will be responsible for managing performance of the HR Care Center team including hiring, coaching and development, and achievement of key performance indicators related to productivity, service, quality, and customer satisfaction. The Manager HR Care Center Operations provides input into the customer experience strategy and executes the strategy to maximize team efficiency and effectiveness and strengthen customer loyalty. The Manager HR Care Center Operations provides the daily operational leadership for an assigned team, including working closely with the AVP of Human Resources, partnering Managers, support staff, and frontline leaders to achieve strategic objectives

Job Responsibilities
  • Promotes and adheres to Inova core values Patient First, Our People, One Team, Integrity, Excellence.
  • Leads a team within the Care Center Operation:
    • Works to establish procedures and processes that drive a positive customer experience.
    • Establishes objectives, goals, & service standards.
    • Takes ownership of developing talent through leadership, coaching and training.
    • Provides a regular and meaningful quality coaching and training program.
  • Effectively analyzes, evaluates, and adjusts relative to interaction trends, customer behaviors, and operational processes.
  • Ongoing analysis of results and successes; implements process improvements and best practices.
  • Collaborates cross functionally to develop and implement customer facing strategies an create positive customer relationships.
  • Develops motivational and team building activities to maintain team member engagement.
  • Delivers excellent service through phone, chat, and website interactions for events related to the employment experience.
  • Critically evaluates different customer needs and preferences and lead initiatives to enhance capabilities and new practices.
  • Manages external partners/outsourced functions as assigned, including some business-to-business interactions and relationships.

Additional Requirements


Bachelor’s degree

Or HS Diploma and an additional 8 years of experience


  • Experience in using data to identify trends and set achievable goals to drive improved performance
  • Call center operations management or equivalent experience managing HR functions



  • Proven success with driving new customer acquisition and growing revenue
  • Technical savvy, including proficiency with Microsoft applications, CRM, and telephony platforms
  • Ability to effectively balance strategic planning and tactical execution
  • Workforce management skills and experience
  • Ability to lead with positivity and compassion for team members and customers alike
  • Communication skills
  • Conflict resolution
  • Critical thinking
  • Emotional intelligence
  • Project Management
  • Problem Solving
  • Team Building
  • Change Management
  • Collaboration and building partnerships